Presenter: Greg Mummah, Sales Engineering, Journey Moderator: Bolton Graham Date: May 20, 2026
Greg Mummah: Hello, everybody! Thanks for joining us today. My name is Greg Mummah. I am working in sales engineering in the Journey organization, and I’m here to give you the product updates for May of 2026. I’m going to show you some features and talk to you about some other things that we have upcoming.
Just a quick reminder before we get into the demonstrations — if you have a question, please type it in the questions pane. My colleague will be collecting those, and we’ll have a Q&A session after the meeting to answer them.
Today’s session covers three new features, several enhancements, and a preview of three upcoming capabilities:
New Features
Enhancements
Coming Soon Preview
Presenter: Greg Mummah, Sales Engineering, Journey Moderator: Bolton Graham Date: May 20, 2026
Greg Mummah: Hello, everybody! Thanks for joining us today. My name is Greg Mummah. I am working in sales engineering in the Journey organization, and I’m here to give you the product updates for May of 2026. I’m going to show you some features and talk to you about some other things that we have upcoming.
Just a quick reminder before we get into the demonstrations — if you have a question, please type it in the questions pane. My colleague will be collecting those, and we’ll have a Q&A session after the meeting to answer them.
Today’s session covers three new features, several enhancements, and a preview of three upcoming capabilities:
New Features
Enhancements
Coming Soon Preview
Coupons and Vouchers gives you the ability to create a coupon or voucher for either a fixed amount or a percentage off the list price of a service.
Key capabilities:
How it works in Journey Studio:
Creating a coupon is a simple three-step process:
In the customer journey:
When a coupon is enabled for a service, a promo code field appears on the booking details screen. The customer enters the code, taps Apply, and the discount is immediately reflected in the price. The coupon’s remaining usage count decrements with each redemption, and the discounted amount is what the customer is charged.
Note: Coupons are currently available for appointments. Support for events is on the roadmap and will follow shortly after the initial release.
Template Builder replaces the existing method of building email and SMS templates with a much easier-to-use visual design environment. It applies to both appointments and events.
Why it matters:
The previous method of building messaging was powerful but technical. Template Builder opens that capability to a much broader set of users.
What’s new:
How to use it:
Template Builder is found under Customize → Template Builder in Journey Studio. Templates are named and then assigned to services through a new Service Notifications tab within service settings. From there, you select the communication type (e.g., booking confirmation) and choose which template to use.
The underlying technology is HTML and Liquid drops — so existing templates built on those foundations can be brought in.
Three new reports have been added to Insight Hub in Journey Studio.
Tracks how customers move through the booking process — from initial booking through to meeting completion and any associated financial activity. This helps you understand where customers drop off and how bookings translate into outcomes.
Shows when your stores are busy and when they’re not, down to the hour of day. Available both per-store and organization-wide. Useful for staffing decisions — staff up during peak windows, reduce during slower periods.
Example: If appointments consistently spike every Wednesday between 12–2 p.m., the heat map surfaces that pattern across your entire organization.
Measures whether services are running over or under their scheduled time. If a service consistently runs long, you can adjust the allocated time. If services are finishing early, you can reclaim that time for additional appointments. Provides the data needed to right-size your service durations.
Building on the Security Center introduced last month (which included booking restrictions and one-time passcode verification), two new features have been added:
Define domains, email addresses, IP addresses, or other identifiers that should always be permitted to book. Example: whitelisting journey.com ensures those users are never blocked.
Define domains, email addresses, phone numbers, or other identifiers that should never be permitted to book. This helps prevent bad actors, no-show spammers, or undesired bookings from consuming availability.
Both whitelist and blacklist can be managed in Settings → Security Center.
Three enhancements requested by customers that have been implemented:
Allows you to define a geographic radius within which customers can see service availability. Customers will not see locations or availability outside that radius. This is a step on the path toward full territory management.
Captures booking source and campaign attribution. You can now track how bookings were initiated and which campaign they’re associated with, and report on that data directly in Insight Hub. This gives a more complete picture of customer behavior from source through to service delivery.
For large organizations managing hundreds or thousands of events, you can now define groups and templates at the top (grandparent) level of your organization and push them down to individual business units or stores. This makes event creation significantly easier and more consistent at scale.
A major upgrade to Insight Hub with several new capabilities:
V2 is a further step away from the legacy Snowflake-based reporting solution.
A simplified queuing experience designed for low-friction, walk-in scenarios (e.g., a fitting room queue). Customers join the line with minimal information required and are notified when it’s their turn.
Additionally, the new queue concierge view will include a unified appointments and walk-ins view — a long-requested capability. Staff will be able to see their full appointment schedule alongside real-time queue demand in a single screen.
Currently, different delivery methods (in-person, phone, video) require separate services. Multi-Method Services allows you to create one service with multiple delivery methods attached to it.
This eliminates the administrative overhead of maintaining duplicate services and simplifies the service catalog. A migration path will be provided to help existing customers restructure their current services into this new format.
Bolton Graham: The first question — are coupons available for events? It looks like they’re currently tied to services only.
Greg Mummah: They are currently available for appointments, but they will expand to events. That’s definitely on the roadmap. It was available at release for appointments, and shortly after, it will be available for events with a dedicated tab that has the same capabilities.
Bolton Graham: Do you plan to come out with any other coupon types?
Greg Mummah: Today we support percentage off and amount off. Two additional options being considered are fixed price (the service is set to a specific price regardless of list price) and BOGO. No implementation plans have been confirmed yet, but it’s absolutely something we’d consider adding as customer demand grows.
Bolton Graham: Can I pull existing SMS and email templates into the Template Builder?
Greg Mummah: Yes. Template Builder is based on HTML and Liquid drops — the same underlying fundamentals as the current system. What’s changed is the ease of building visual templates and the ability to assign different templates to different services. Those are the two major changes so far.
Bolton Graham: What is the UX for clients with hundreds of locations? On the coupon setup screen, all locations appeared to be checked by default — is that the default?
Greg Mummah: It is the default today. That’s already been flagged with the product team. We recognize that customers with hundreds of locations need a more scalable way to manage that selection. I don’t have a solution to share today, but it’s on the team’s radar.
Bolton Graham: Is there a published roadmap for Security Center? Could we create custom roles with specific permission sets, similar to how Salesforce works?
Greg Mummah: Great request. Journey currently has 6–7 user roles. Role-based access for specific platform features is not currently part of the Security Center plan, but it is a commonly requested capability and something we’re aware of. We’re still determining the right implementation approach.
On the published roadmap — yes, one does exist for Security Center. If you’d like to walk through it in more detail, reach out and we can set up a one-on-one. There’s a fairly interesting development plan ahead, including adding CAPTCHA from Journey Builder into Security Center and consolidating all security-related settings (API access, tokenization, single sign-on) into a single view.
Bolton Graham: To preview an email in the Template Builder, it appears you need to enter a transaction ID. Is there, or will there be, an easier one-click preview option?
Greg Mummah: The current approach is to enter a booking ID, which populates live data from that booking into the template preview. I’m not certain whether a simpler preview option (without a transaction) is planned — that’s something to defer to the product team. I’ll take that feedback back from this session.
Greg Mummah: Thank you so much for attending and for your interest. If you have additional questions, feel free to reach out to me directly, or contact your sales rep or account manager. For the Security Center roadmap specifically, please reach out to your account manager and we’ll set up a dedicated session.
Thank you, everyone. Hope you have a wonderful day!